Build guided media issue workflow

backend/app/clients/jellyfin.py

@@ -213,6 +213,17 @@ class JellyfinClient(ApiClient):
             response.raise_for_status()
             return response.json()
 
+    async def get_sessions(self) -> Optional[list[Dict[str, Any]]]:
+        if not self.base_url or not self.api_key:
+            return None
+        url = f"{self.base_url}/Sessions"
+        headers = self._emby_headers()
+        async with httpx.AsyncClient(timeout=10.0) as client:
+            response = await client.get(url, headers=headers)
+            response.raise_for_status()
+            payload = response.json()
+        return payload if isinstance(payload, list) else []
+
     async def refresh_library(self, recursive: bool = True) -> None:
         if not self.base_url or not self.api_key:
             return None

backend/app/routers/portal.py

@@ -1,12 +1,15 @@
 from __future__ import annotations
 
 import logging
+import time
 from datetime import datetime, timezone
 from typing import Any, Dict, Optional, Tuple
 
+import httpx
 from fastapi import APIRouter, Depends, HTTPException, Query
 
 from ..auth import get_current_user
+from ..clients.jellyfin import JellyfinClient
 from ..db import (
     add_portal_comment,
     count_portal_items,
@@ -18,6 +21,7 @@ from ..db import (
     update_portal_item,
 )
 from ..services.notifications import send_portal_notification
+from ..runtime import get_runtime_settings
 
 router = APIRouter(prefix="/portal", tags=["portal"], dependencies=[Depends(get_current_user)])
 logger = logging.getLogger(__name__)
@@ -55,6 +59,10 @@ PORTAL_MEDIA_STATUSES = {
 PORTAL_ISSUE_TYPES = {
     "general",
     "playback",
+    "transcode",
+    "service_unavailable",
+    "broken_media",
+    "audio",
     "subtitle",
     "quality",
     "metadata",
@@ -62,6 +70,9 @@ PORTAL_ISSUE_TYPES = {
     "other",
 }
 
+_MEDIA_STATUS_CACHE: Dict[str, Any] = {"expires_at": 0.0, "payload": None}
+_MEDIA_STATUS_CACHE_SECONDS = 15.0
+
 REQUEST_STATUS_TRANSITIONS: Dict[str, set[str]] = {
     "pending": {"pending", "approved", "declined"},
     "approved": {"approved", "declined"},
@@ -339,6 +350,36 @@ def _is_owner(user: Dict[str, Any], item: Dict[str, Any]) -> bool:
     return str(user.get("username") or "") == str(item.get("created_by_username") or "")
 
 
+def _public_media_status_payload(
+    *,
+    status: str,
+    headline: str,
+    message: str,
+    latency_ms: Optional[int] = None,
+    version: Optional[str] = None,
+    restart_pending: Optional[bool] = None,
+    active_streams: Optional[int] = None,
+    transcoding_streams: Optional[int] = None,
+    session_check_available: bool = False,
+) -> Dict[str, Any]:
+    return {
+        "checked_at": datetime.now(timezone.utc).isoformat(),
+        "status": status,
+        "headline": headline,
+        "message": message,
+        "latency_ms": latency_ms,
+        "server": {
+            "version": version,
+            "restart_pending": restart_pending,
+        },
+        "activity": {
+            "active_streams": active_streams,
+            "transcoding_streams": transcoding_streams,
+            "available": session_check_available,
+        },
+    }
+
+
 def _serialize_item(item: Dict[str, Any], user: Dict[str, Any]) -> Dict[str, Any]:
     is_admin = _is_admin(user)
     is_owner = _is_owner(user, item)
@@ -406,6 +447,122 @@ async def portal_overview(current_user: Dict[str, Any] = Depends(get_current_use
     }
 
 
+@router.get("/issues/media-status")
+async def portal_media_status() -> Dict[str, Any]:
+    """Return a short, privacy-safe Jellyfin health check for guided issue reporting."""
+    now = time.monotonic()
+    cached_payload = _MEDIA_STATUS_CACHE.get("payload")
+    if isinstance(cached_payload, dict) and now < float(_MEDIA_STATUS_CACHE.get("expires_at") or 0):
+        return cached_payload
+
+    runtime = get_runtime_settings()
+    jellyfin = JellyfinClient(runtime.jellyfin_base_url, runtime.jellyfin_api_key)
+    if not jellyfin.configured():
+        payload = _public_media_status_payload(
+            status="not_configured",
+            headline="Media server status is unavailable",
+            message="Magent cannot run a playback check right now. Your report can still be submitted.",
+        )
+        _MEDIA_STATUS_CACHE.update(
+            expires_at=now + _MEDIA_STATUS_CACHE_SECONDS,
+            payload=payload,
+        )
+        return payload
+
+    started_at = time.perf_counter()
+    try:
+        system_info = await jellyfin.get_system_info()
+    except (httpx.HTTPError, RuntimeError, ValueError):
+        latency_ms = round((time.perf_counter() - started_at) * 1000)
+        payload = _public_media_status_payload(
+            status="down",
+            headline="The media server is not responding",
+            message=(
+                "This looks broader than one title. The report will include the failed server check "
+                "so an administrator can investigate the service first."
+            ),
+            latency_ms=latency_ms,
+        )
+        _MEDIA_STATUS_CACHE.update(
+            expires_at=now + _MEDIA_STATUS_CACHE_SECONDS,
+            payload=payload,
+        )
+        return payload
+    except Exception:
+        logger.exception("guided issue Jellyfin system check failed")
+        latency_ms = round((time.perf_counter() - started_at) * 1000)
+        payload = _public_media_status_payload(
+            status="down",
+            headline="The media server check failed",
+            message="Your report can still be submitted and will include this failed service check.",
+            latency_ms=latency_ms,
+        )
+        _MEDIA_STATUS_CACHE.update(
+            expires_at=now + _MEDIA_STATUS_CACHE_SECONDS,
+            payload=payload,
+        )
+        return payload
+
+    latency_ms = round((time.perf_counter() - started_at) * 1000)
+    info = system_info if isinstance(system_info, dict) else {}
+    version_value = info.get("Version")
+    version = str(version_value).strip() if version_value is not None else None
+    restart_pending = bool(info.get("HasPendingRestart"))
+
+    session_check_available = False
+    active_streams: Optional[int] = None
+    transcoding_streams: Optional[int] = None
+    try:
+        sessions = await jellyfin.get_sessions()
+        if isinstance(sessions, list):
+            session_check_available = True
+            active_streams = sum(
+                1 for session in sessions if isinstance(session, dict) and session.get("NowPlayingItem")
+            )
+            transcoding_streams = sum(
+                1
+                for session in sessions
+                if isinstance(session, dict)
+                and session.get("NowPlayingItem")
+                and session.get("TranscodingInfo")
+            )
+    except Exception:
+        logger.warning("guided issue Jellyfin session check unavailable", exc_info=True)
+
+    if restart_pending:
+        status = "degraded"
+        headline = "Media server is online but needs attention"
+        message = "Jellyfin is responding, but it reports that a restart is pending."
+    elif session_check_available and active_streams:
+        status = "up"
+        headline = "Media server is online and actively streaming"
+        message = (
+            "Other playback is currently working, so this is more likely specific to the title, "
+            "audio track, subtitle, client, or transcode path."
+        )
+    else:
+        status = "up"
+        headline = "Media server is online"
+        message = "Jellyfin responded normally. Continue with the report if playback is still failing."
+
+    payload = _public_media_status_payload(
+        status=status,
+        headline=headline,
+        message=message,
+        latency_ms=latency_ms,
+        version=version,
+        restart_pending=restart_pending,
+        active_streams=active_streams,
+        transcoding_streams=transcoding_streams,
+        session_check_available=session_check_available,
+    )
+    _MEDIA_STATUS_CACHE.update(
+        expires_at=now + _MEDIA_STATUS_CACHE_SECONDS,
+        payload=payload,
+    )
+    return payload
+
+
 @router.get("/items")
 async def portal_list_items(
     kind: Optional[str] = None,

backend/tests/test_backend_quality.py

@@ -1166,6 +1166,67 @@ class AuthFlowTests(TempDatabaseMixin, unittest.IsolatedAsyncioTestCase):
         )
 
 
+class PortalMediaStatusTests(unittest.IsolatedAsyncioTestCase):
+    def setUp(self) -> None:
+        portal_router._MEDIA_STATUS_CACHE.update(expires_at=0.0, payload=None)
+
+    async def test_media_status_is_live_and_removes_session_identity(self) -> None:
+        client = SimpleNamespace(
+            configured=lambda: True,
+            get_system_info=AsyncMock(
+                return_value={
+                    "Version": "10.10.7",
+                    "HasPendingRestart": False,
+                    "WanAddress": "https://private.example",
+                }
+            ),
+            get_sessions=AsyncMock(
+                return_value=[
+                    {
+                        "UserName": "private-user",
+                        "DeviceName": "Living room television",
+                        "NowPlayingItem": {"Name": "Private title"},
+                        "TranscodingInfo": {"VideoCodec": "h264"},
+                    }
+                ]
+            ),
+        )
+        with (
+            patch.object(portal_router, "get_runtime_settings", return_value=SimpleNamespace(
+                jellyfin_base_url="http://jellyfin",
+                jellyfin_api_key="secret",
+            )),
+            patch.object(portal_router, "JellyfinClient", return_value=client),
+        ):
+            result = await portal_router.portal_media_status()
+
+        self.assertEqual(result["status"], "up")
+        self.assertEqual(result["activity"]["active_streams"], 1)
+        self.assertEqual(result["activity"]["transcoding_streams"], 1)
+        serialized = str(result)
+        self.assertNotIn("private-user", serialized)
+        self.assertNotIn("Living room television", serialized)
+        self.assertNotIn("Private title", serialized)
+        self.assertNotIn("private.example", serialized)
+
+    async def test_media_status_reports_unavailable_without_exposing_exception(self) -> None:
+        client = SimpleNamespace(
+            configured=lambda: True,
+            get_system_info=AsyncMock(side_effect=RuntimeError("secret upstream failure")),
+        )
+        with (
+            patch.object(portal_router, "get_runtime_settings", return_value=SimpleNamespace(
+                jellyfin_base_url="http://jellyfin",
+                jellyfin_api_key="secret",
+            )),
+            patch.object(portal_router, "JellyfinClient", return_value=client),
+        ):
+            result = await portal_router.portal_media_status()
+
+        self.assertEqual(result["status"], "down")
+        self.assertNotIn("secret upstream failure", str(result))
+
+
 class PortalWorkflowTests(TempDatabaseMixin, unittest.TestCase):
     def test_legacy_request_status_maps_to_workflow(self) -> None:
         item = {"kind": "request", "status": "in_progress"}

frontend/app/ops-redesign.css

@@ -2514,3 +2514,375 @@ button:disabled,
   .request-submit-progress p > small { grid-column: 2; }
   .request-complete-actions { display: grid; }
 }
+
+/* Guided issue reporting */
+.issue-portal-page {
+  gap: 20px;
+}
+
+.issue-portal-page > .issue-portal-hero {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  gap: 24px;
+  min-height: 0;
+  padding: 22px 24px;
+  background:
+    radial-gradient(circle at 100% 0%, rgba(126, 215, 255, 0.11), transparent 42%),
+    linear-gradient(135deg, rgba(90, 80, 240, 0.12), transparent 48%),
+    var(--ops-panel);
+}
+
+.issue-portal-hero > div:first-child {
+  display: grid;
+  gap: 5px;
+  max-width: 790px;
+}
+
+.issue-portal-hero h1 {
+  font-size: clamp(1.65rem, 3vw, 2.45rem);
+  letter-spacing: -0.035em;
+}
+
+.issue-portal-hero .lede {
+  max-width: 760px;
+  margin: 0;
+}
+
+.issue-hero-count {
+  display: grid;
+  flex: 0 0 auto;
+  min-width: 130px;
+  padding: 12px 16px;
+  border: 1px solid var(--ops-line-soft);
+  border-radius: var(--ops-radius);
+  background: rgba(255, 255, 255, 0.025);
+}
+
+.issue-hero-count strong {
+  color: var(--ops-cyan);
+  font-family: "JetBrains Mono", Consolas, monospace;
+  font-size: 1.45rem;
+}
+
+.issue-hero-count span {
+  color: var(--ops-muted);
+  font-size: 0.7rem;
+  text-transform: uppercase;
+}
+
+.issue-flow {
+  display: grid;
+  gap: 18px;
+  padding: 20px;
+  border: 1px solid var(--ops-line);
+  border-radius: var(--ops-radius-lg);
+  background: rgba(255, 255, 255, 0.018);
+}
+
+.issue-flow-heading {
+  display: grid;
+  grid-template-columns: auto minmax(0, 1fr);
+  align-items: start;
+  gap: 13px;
+}
+
+.issue-flow-heading > div {
+  display: grid;
+  gap: 4px;
+}
+
+.issue-flow-heading h2,
+.issue-resolution-card h2,
+.issue-history-heading h2,
+.media-status-heading h3 {
+  margin: 0;
+}
+
+.issue-flow-heading p,
+.issue-resolution-card p,
+.media-status-check > p {
+  margin: 0;
+  color: var(--ops-muted);
+  line-height: 1.5;
+}
+
+.issue-step-number {
+  display: grid;
+  place-items: center;
+  width: 38px;
+  height: 38px;
+  border: 1px solid rgba(126, 215, 255, 0.34);
+  border-radius: 50%;
+  background: rgba(14, 165, 233, 0.08);
+  color: var(--ops-cyan);
+  font-family: "JetBrains Mono", Consolas, monospace;
+  font-size: 0.7rem;
+  font-weight: 800;
+}
+
+.issue-category-grid {
+  display: grid;
+  grid-template-columns: repeat(3, minmax(0, 1fr));
+  gap: 10px;
+}
+
+.issue-category-card {
+  display: grid;
+  align-content: start;
+  gap: 8px;
+  min-height: 190px;
+  padding: 16px;
+  border: 1px solid var(--ops-line-soft);
+  border-radius: var(--ops-radius-lg);
+  background: rgba(255, 255, 255, 0.022);
+  color: var(--ops-text);
+  text-align: left;
+  transition: transform 0.18s ease, border-color 0.18s ease, background 0.18s ease;
+}
+
+.issue-category-card:hover {
+  transform: translateY(-2px);
+  border-color: rgba(126, 215, 255, 0.42);
+}
+
+.issue-category-card.is-selected {
+  border-color: rgba(72, 224, 178, 0.58);
+  background: linear-gradient(145deg, rgba(72, 224, 178, 0.09), rgba(14, 165, 233, 0.035));
+  box-shadow: 0 0 24px rgba(72, 224, 178, 0.06);
+}
+
+.issue-category-card strong {
+  font-size: 0.98rem;
+}
+
+.issue-category-card p,
+.issue-category-card small {
+  margin: 0;
+  color: var(--ops-muted);
+  font-size: 0.75rem;
+  font-weight: 500;
+  line-height: 1.45;
+}
+
+.issue-category-card small {
+  align-self: end;
+  margin-top: auto;
+  padding-top: 9px;
+  border-top: 1px solid var(--ops-line-soft);
+  color: var(--request-green);
+  font-size: 0.68rem;
+}
+
+.issue-category-marker {
+  justify-self: start;
+  padding: 4px 7px;
+  border: 1px solid rgba(126, 215, 255, 0.24);
+  border-radius: 999px;
+  color: var(--ops-cyan);
+  font-family: "JetBrains Mono", Consolas, monospace;
+  font-size: 0.58rem;
+  letter-spacing: 0.05em;
+}
+
+.issue-guided-form {
+  display: grid;
+  gap: 18px;
+  padding-top: 20px;
+  border-top: 1px solid var(--ops-line);
+}
+
+.issue-choice-field {
+  display: grid;
+  gap: 9px;
+  margin: 0;
+  padding: 0;
+  border: 0;
+}
+
+.issue-choice-field legend,
+.issue-question-grid label > span {
+  margin-bottom: 7px;
+  color: var(--ops-muted);
+  font-size: 0.7rem;
+  font-weight: 800;
+  letter-spacing: 0.04em;
+  text-transform: uppercase;
+}
+
+.issue-choice-row {
+  display: flex;
+  flex-wrap: wrap;
+  gap: 8px;
+}
+
+.issue-choice-row button {
+  border-color: var(--ops-line-soft);
+  background: rgba(255, 255, 255, 0.025);
+  color: var(--ops-muted);
+}
+
+.issue-choice-row button.is-selected {
+  border-color: rgba(126, 215, 255, 0.48);
+  background: rgba(14, 165, 233, 0.12);
+  color: var(--ops-text);
+}
+
+.issue-question-grid {
+  display: grid;
+  grid-template-columns: repeat(2, minmax(0, 1fr));
+  gap: 12px;
+}
+
+.issue-question-grid label {
+  display: grid;
+  align-content: start;
+}
+
+.issue-field-span-2 {
+  grid-column: span 2;
+}
+
+.media-status-check {
+  display: grid;
+  gap: 13px;
+  padding: 16px;
+  border: 1px solid rgba(126, 215, 255, 0.28);
+  border-radius: var(--ops-radius-lg);
+  background: rgba(14, 165, 233, 0.045);
+}
+
+.media-status-check.media-status-up {
+  border-color: rgba(72, 224, 178, 0.34);
+  background: rgba(72, 224, 178, 0.045);
+}
+
+.media-status-check.media-status-degraded {
+  border-color: rgba(255, 192, 84, 0.36);
+  background: rgba(255, 192, 84, 0.05);
+}
+
+.media-status-check.media-status-down {
+  border-color: rgba(255, 86, 113, 0.38);
+  background: rgba(255, 86, 113, 0.05);
+}
+
+.media-status-heading,
+.issue-history-heading {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  gap: 16px;
+}
+
+.media-status-heading > div,
+.issue-history-heading > div {
+  display: grid;
+  gap: 4px;
+}
+
+.issue-live-scan {
+  display: flex;
+  align-items: center;
+  gap: 9px;
+  color: var(--ops-muted);
+  font-size: 0.75rem;
+}
+
+.issue-live-scan i {
+  width: 9px;
+  height: 9px;
+  border-radius: 50%;
+  background: var(--ops-cyan);
+  box-shadow: 0 0 14px var(--ops-cyan);
+  animation: request-operation-pulse 1.15s ease-in-out infinite;
+}
+
+.media-status-metrics {
+  display: grid;
+  grid-template-columns: repeat(4, minmax(0, 1fr));
+  gap: 8px;
+}
+
+.media-status-metrics > div {
+  display: grid;
+  gap: 3px;
+  min-width: 0;
+  padding: 10px;
+  border: 1px solid var(--ops-line-soft);
+  border-radius: var(--ops-radius);
+  background: rgba(255, 255, 255, 0.022);
+}
+
+.media-status-metrics span {
+  color: var(--ops-muted);
+  font-size: 0.62rem;
+  text-transform: uppercase;
+}
+
+.media-status-metrics strong {
+  overflow: hidden;
+  font-size: 0.75rem;
+  text-overflow: ellipsis;
+}
+
+.issue-resolution-card {
+  display: grid;
+  grid-template-columns: auto minmax(0, 1fr) auto;
+  align-items: center;
+  gap: 14px;
+  padding: 16px;
+  border: 1px solid rgba(72, 224, 178, 0.3);
+  border-radius: var(--ops-radius-lg);
+  background: linear-gradient(110deg, rgba(72, 224, 178, 0.07), rgba(14, 165, 233, 0.035));
+}
+
+.issue-resolution-card > div {
+  display: grid;
+  gap: 4px;
+}
+
+.issue-resolution-card > button {
+  min-width: 150px;
+}
+
+.issue-history-heading {
+  padding-top: 4px;
+}
+
+.issue-history-heading > span {
+  padding: 5px 9px;
+  border: 1px solid var(--ops-line-soft);
+  border-radius: 999px;
+  color: var(--ops-muted);
+  font-family: "JetBrains Mono", Consolas, monospace;
+  font-size: 0.65rem;
+}
+
+.issue-portal-page .portal-item-row p {
+  display: -webkit-box;
+  overflow: hidden;
+  white-space: pre-wrap;
+  -webkit-box-orient: vertical;
+  -webkit-line-clamp: 3;
+}
+
+@media (max-width: 980px) {
+  .issue-category-grid { grid-template-columns: repeat(2, minmax(0, 1fr)); }
+  .media-status-metrics { grid-template-columns: repeat(2, minmax(0, 1fr)); }
+}
+
+@media (max-width: 640px) {
+  .issue-portal-page > .issue-portal-hero,
+  .media-status-heading,
+  .issue-history-heading { align-items: flex-start; flex-direction: column; }
+  .issue-hero-count { width: 100%; }
+  .issue-flow { padding: 14px; }
+  .issue-category-grid,
+  .issue-question-grid,
+  .media-status-metrics { grid-template-columns: 1fr; }
+  .issue-field-span-2 { grid-column: span 1; }
+  .issue-category-card { min-height: 0; }
+  .issue-resolution-card { grid-template-columns: auto minmax(0, 1fr); }
+  .issue-resolution-card > button { grid-column: 1 / -1; width: 100%; }
+}

frontend/app/portal/PortalClient.tsx

@@ -80,6 +80,119 @@ type DiscoveryResult = {
   backdropPath?: string | null
 }
 
+type IssueCategoryId =
+  | 'broken_media'
+  | 'missing_content'
+  | 'audio'
+  | 'subtitle'
+  | 'playback'
+  | 'service_unavailable'
+
+type MediaServerStatus = {
+  checked_at?: string
+  status: 'up' | 'degraded' | 'down' | 'not_configured'
+  headline: string
+  message: string
+  latency_ms?: number | null
+  server?: {
+    version?: string | null
+    restart_pending?: boolean | null
+  }
+  activity?: {
+    active_streams?: number | null
+    transcoding_streams?: number | null
+    available?: boolean
+  }
+}
+
+const ISSUE_CATEGORIES: Array<{
+  id: IssueCategoryId
+  marker: string
+  label: string
+  description: string
+  outcome: string
+  issueType: string
+  titlePrefix: string
+}> = [
+  {
+    id: 'broken_media',
+    marker: 'REPLACE',
+    label: 'Picture or file is broken',
+    description: 'Corruption, visual artefacts, freezing, or playback stopping at the same point.',
+    outcome: 'Likely action: replace the affected media file.',
+    issueType: 'broken_media',
+    titlePrefix: 'Replace media',
+  },
+  {
+    id: 'missing_content',
+    marker: 'MISSING',
+    label: 'Movie or episode is missing',
+    description: 'A title, season, episode, or expected part is not available in Grizzlyflix.',
+    outcome: 'Likely action: check the request pipeline, then collect the missing media.',
+    issueType: 'missing_content',
+    titlePrefix: 'Missing content',
+  },
+  {
+    id: 'audio',
+    marker: 'AUDIO',
+    label: 'Audio is wrong',
+    description: 'No sound, wrong language, commentary only, distorted audio, or audio out of sync.',
+    outcome: 'Likely action: replace the file or correct its audio tracks.',
+    issueType: 'audio',
+    titlePrefix: 'Audio problem',
+  },
+  {
+    id: 'subtitle',
+    marker: 'SUBS',
+    label: 'Subtitles are wrong',
+    description: 'Missing, incorrect, forced, unreadable, or out-of-sync subtitles.',
+    outcome: 'Likely action: repair the subtitle track or replace the media.',
+    issueType: 'subtitle',
+    titlePrefix: 'Subtitle problem',
+  },
+  {
+    id: 'playback',
+    marker: 'PLAYBACK',
+    label: 'Playback or transcoding problem',
+    description: 'The title will not start, constantly buffers, stops, or reports a transcode error.',
+    outcome: 'Magent will check Jellyfin before deciding whether this is file-, device-, or server-related.',
+    issueType: 'playback',
+    titlePrefix: 'Playback problem',
+  },
+  {
+    id: 'service_unavailable',
+    marker: 'SERVER',
+    label: 'Nothing will play',
+    description: 'Grizzlyflix will not open or every title fails across the device or household.',
+    outcome: 'Magent will check the media server and include the result with the report.',
+    issueType: 'service_unavailable',
+    titlePrefix: 'Media server unavailable',
+  },
+]
+
+const ISSUE_SYMPTOMS: Record<IssueCategoryId, string[]> = {
+  broken_media: ['Visual artefacts or corruption', 'Freezes at the same point', 'Stops before the end', 'File will not play'],
+  missing_content: ['Entire title is missing', 'Season is missing', 'Episode is missing', 'Part or edition is missing'],
+  audio: ['No audio', 'Wrong language', 'Commentary track only', 'Audio is out of sync', 'Audio is distorted'],
+  subtitle: ['Subtitles are missing', 'Wrong subtitles', 'Subtitles are out of sync', 'Forced subtitles are missing'],
+  playback: ['Will not start', 'Constant buffering', 'Transcode error', 'Stops during playback', 'Only fails on one device'],
+  service_unavailable: ['Grizzlyflix will not open', 'Every title fails', 'Login works but playback does not', 'Server error is shown'],
+}
+
+const ISSUE_TYPE_LABELS: Record<string, string> = {
+  general: 'General',
+  playback: 'Playback',
+  transcode: 'Transcoding',
+  service_unavailable: 'Server unavailable',
+  broken_media: 'Broken media',
+  missing_content: 'Missing content',
+  audio: 'Audio',
+  subtitle: 'Subtitles',
+  quality: 'Quality',
+  metadata: 'Metadata',
+  other: 'Other',
+}
+
 const STATUS_OPTIONS = [
   { value: 'new', label: 'New' },
   { value: 'triaging', label: 'Triaging' },
@@ -200,6 +313,7 @@ export default function PortalClient({ workspace }: PortalClientProps) {
   const [editYear, setEditYear] = useState('')
   const [editExternalRef, setEditExternalRef] = useState('')
   const [editStatus, setEditStatus] = useState('new')
+  const [editIssueType, setEditIssueType] = useState('general')
   const [editRequestStatus, setEditRequestStatus] = useState('pending')
   const [editMediaStatus, setEditMediaStatus] = useState('pending')
   const [editPriority, setEditPriority] = useState('normal')
@@ -213,11 +327,28 @@ export default function PortalClient({ workspace }: PortalClientProps) {
   const [discoverResults, setDiscoverResults] = useState<DiscoveryResult[]>([])
   const [discoverError, setDiscoverError] = useState<string | null>(null)
   const [requestingTmdbIds, setRequestingTmdbIds] = useState<Record<string, boolean>>({})
+  const [issueCategory, setIssueCategory] = useState<IssueCategoryId | null>(null)
+  const [issueMediaTitle, setIssueMediaTitle] = useState('')
+  const [issueMediaType, setIssueMediaType] = useState<'movie' | 'tv'>('movie')
+  const [issueEpisode, setIssueEpisode] = useState('')
+  const [issueScope, setIssueScope] = useState<'one_title' | 'multiple_titles' | 'everything'>('one_title')
+  const [issueSymptom, setIssueSymptom] = useState('')
+  const [issueDevice, setIssueDevice] = useState('')
+  const [issueNotes, setIssueNotes] = useState('')
+  const [mediaServerStatus, setMediaServerStatus] = useState<MediaServerStatus | null>(null)
+  const [mediaServerChecking, setMediaServerChecking] = useState(false)
+  const [mediaServerError, setMediaServerError] = useState<string | null>(null)
 
   const isAdmin = me?.role === 'admin'
   const visibleKindCount = Number(overview?.overview?.by_kind?.[workspace] ?? 0)
   const workspaceLabel = workspace === 'request' ? 'request' : 'issue'
   const workspaceLabelPlural = workspace === 'request' ? 'requests' : 'issues'
+  const selectedIssueDefinition = ISSUE_CATEGORIES.find((category) => category.id === issueCategory) ?? null
+  const issueNeedsServerCheck = issueCategory === 'playback' || issueCategory === 'service_unavailable'
+  const issueNeedsMediaTitle =
+    Boolean(issueCategory) &&
+    issueCategory !== 'service_unavailable' &&
+    !(issueCategory === 'playback' && issueScope === 'everything')
 
   useEffect(() => {
     if (typeof window === 'undefined') return
@@ -463,6 +594,158 @@ export default function PortalClient({ workspace }: PortalClientProps) {
     }
   }
 
+  const checkMediaServer = async () => {
+    setMediaServerChecking(true)
+    setMediaServerError(null)
+    try {
+      const response = await authFetch(`${getApiBase()}/portal/issues/media-status`)
+      if (!response.ok) {
+        if (response.status === 401) {
+          clearToken()
+          router.push('/login')
+          return
+        }
+        throw new Error('The live media-server check is temporarily unavailable.')
+      }
+      const payload = (await response.json()) as MediaServerStatus
+      setMediaServerStatus(payload)
+    } catch (err) {
+      console.error(err)
+      setMediaServerStatus(null)
+      setMediaServerError(
+        err instanceof Error ? err.message : 'The live media-server check is temporarily unavailable.'
+      )
+    } finally {
+      setMediaServerChecking(false)
+    }
+  }
+
+  const chooseIssueCategory = (category: IssueCategoryId) => {
+    setIssueCategory(category)
+    setIssueSymptom(ISSUE_SYMPTOMS[category][0] ?? '')
+    setIssueScope(category === 'service_unavailable' ? 'everything' : 'one_title')
+    setMediaServerStatus(null)
+    setMediaServerError(null)
+    setError(null)
+    setStatus(null)
+    if (category === 'playback' || category === 'service_unavailable') {
+      void checkMediaServer()
+    }
+  }
+
+  const createGuidedIssue = async (event: React.FormEvent) => {
+    event.preventDefault()
+    if (!selectedIssueDefinition || !issueCategory) {
+      setError('Choose the problem that best matches what you are seeing.')
+      return
+    }
+    const cleanMediaTitle = issueMediaTitle.trim()
+    if (issueNeedsMediaTitle && !cleanMediaTitle) {
+      setError('Enter the affected movie or TV show so the file can be identified.')
+      return
+    }
+
+    setCreating(true)
+    setError(null)
+    setStatus(null)
+    try {
+      const scopeLabel =
+        issueScope === 'everything'
+          ? 'Everything / service-wide'
+          : issueScope === 'multiple_titles'
+            ? 'Multiple titles'
+            : 'One title'
+      const diagnosticLines: string[] = []
+      if (mediaServerStatus) {
+        diagnosticLines.push(
+          `Media server check: ${mediaServerStatus.headline}`,
+          `Checked: ${formatDate(mediaServerStatus.checked_at)}`,
+        )
+        if (typeof mediaServerStatus.latency_ms === 'number') {
+          diagnosticLines.push(`Response time: ${mediaServerStatus.latency_ms} ms`)
+        }
+        if (mediaServerStatus.server?.restart_pending) {
+          diagnosticLines.push('Server restart pending: yes')
+        }
+        if (mediaServerStatus.activity?.available) {
+          diagnosticLines.push(
+            `Active streams: ${mediaServerStatus.activity.active_streams ?? 0}`,
+            `Active transcodes: ${mediaServerStatus.activity.transcoding_streams ?? 0}`,
+          )
+        }
+      } else if (issueNeedsServerCheck) {
+        diagnosticLines.push('Media server check: unavailable at the time of reporting')
+      }
+
+      const description = [
+        `Problem: ${selectedIssueDefinition.label}`,
+        `Symptom: ${issueSymptom}`,
+        `Scope: ${scopeLabel}`,
+        cleanMediaTitle ? `Affected title: ${cleanMediaTitle}` : null,
+        cleanMediaTitle ? `Media type: ${issueMediaType === 'tv' ? 'TV show' : 'Movie'}` : null,
+        issueEpisode.trim() ? `Season / episode / part: ${issueEpisode.trim()}` : null,
+        issueDevice.trim() ? `Device or app: ${issueDevice.trim()}` : null,
+        ...diagnosticLines,
+        issueNotes.trim() ? `Additional information: ${issueNotes.trim()}` : null,
+      ]
+        .filter((line): line is string => Boolean(line))
+        .join('\n')
+
+      const titleTarget = cleanMediaTitle || (issueScope === 'everything' ? 'all playback' : 'multiple titles')
+      const resolvedIssueType =
+        issueCategory === 'playback' && issueSymptom.toLowerCase().includes('transcode')
+          ? 'transcode'
+          : selectedIssueDefinition.issueType
+      const priority =
+        mediaServerStatus?.status === 'down' || issueCategory === 'service_unavailable'
+          ? 'high'
+          : 'normal'
+      const response = await authFetch(`${getApiBase()}/portal/items`, {
+        method: 'POST',
+        headers: { 'Content-Type': 'application/json' },
+        body: JSON.stringify({
+          kind: 'issue',
+          title: `${selectedIssueDefinition.titlePrefix}: ${titleTarget}`,
+          description,
+          issue_type: resolvedIssueType,
+          media_type: cleanMediaTitle ? issueMediaType : null,
+          priority,
+        }),
+      })
+      if (!response.ok) {
+        if (response.status === 401) {
+          clearToken()
+          router.push('/login')
+          return
+        }
+        const text = await response.text()
+        throw new Error(text || 'Could not submit the issue.')
+      }
+      const data = await response.json()
+      const item = data?.item as PortalItem | undefined
+      setStatus(
+        item?.id
+          ? `Issue #${item.id} submitted with the troubleshooting details.`
+          : 'Issue submitted with the troubleshooting details.'
+      )
+      setIssueCategory(null)
+      setIssueMediaTitle('')
+      setIssueMediaType('movie')
+      setIssueEpisode('')
+      setIssueScope('one_title')
+      setIssueSymptom('')
+      setIssueDevice('')
+      setIssueNotes('')
+      setMediaServerStatus(null)
+      await Promise.all([loadItems({ preferItemId: item?.id ?? null }), loadOverview()])
+    } catch (err) {
+      console.error(err)
+      setError(err instanceof Error ? err.message : 'Could not submit the issue.')
+    } finally {
+      setCreating(false)
+    }
+  }
+
   useEffect(() => {
     if (!getToken()) {
       router.push('/login')
@@ -514,6 +797,7 @@ export default function PortalClient({ workspace }: PortalClientProps) {
     setEditYear(selectedItem.year == null ? '' : String(selectedItem.year))
     setEditExternalRef(selectedItem.external_ref ?? '')
     setEditStatus(selectedItem.status ?? 'new')
+    setEditIssueType(selectedItem.issue?.issue_type ?? 'general')
     setEditRequestStatus(selectedItem.workflow?.request_status ?? 'pending')
     setEditMediaStatus(selectedItem.workflow?.media_status ?? 'pending')
     setEditPriority(selectedItem.priority ?? 'normal')
@@ -591,6 +875,7 @@ export default function PortalClient({ workspace }: PortalClientProps) {
           payload.media_status = editMediaStatus
         } else {
           payload.status = editStatus
+          payload.issue_type = editIssueType
         }
         payload.priority = editPriority
         payload.assignee_username = editAssignee || null
@@ -672,40 +957,39 @@ export default function PortalClient({ workspace }: PortalClientProps) {
   }
 
   if (loadingItems && !items.length) {
-    return <main className="card">Loading request portal...</main>
+    return <main className="card">Loading {workspace === 'issue' ? 'issues' : 'requests'}...</main>
   }
 
   return (
-    <main className="card portal-page">
+    <main className={`card portal-page ${workspace === 'issue' ? 'issue-portal-page' : ''}`}>
-      <div className="user-directory-panel-header">
+      <div className={`user-directory-panel-header ${workspace === 'issue' ? 'issue-portal-hero' : ''}`}>
         <div>
-          <h1>{workspace === 'request' ? 'Request portal' : 'Issue portal'}</h1>
+          {workspace === 'issue' ? <span className="section-kicker">Guided support</span> : null}
+          <h1>{workspace === 'request' ? 'Request portal' : 'What is going wrong?'}</h1>
           <p className="lede">
             {workspace === 'request'
               ? 'Search and track content requests through the delivery pipeline.'
-              : 'Raise operational issues and manage resolution updates.'}
+              : 'Choose the symptom and Magent will collect the right details, check the media server when relevant, and recommend the next action.'}
           </p>
         </div>
+        {workspace === 'issue' ? (
+          <div className="issue-hero-count">
+            <strong>{visibleKindCount}</strong>
+            <span>reported issues</span>
+          </div>
+        ) : null}
       </div>
 
+      {workspace === 'request' ? (
         <section className="portal-workspace-switch">
-        <button
+          <button type="button" className="is-active" disabled>
-          type="button"
-          className={workspace === 'request' ? 'is-active' : ''}
-          onClick={() => router.push('/new-requests')}
-          disabled={workspace === 'request'}
-        >
             New requests
           </button>
-        <button
+          <button type="button" onClick={() => router.push('/portal/issues')}>
-          type="button"
-          className={workspace === 'issue' ? 'is-active' : ''}
-          onClick={() => router.push('/portal/issues')}
-          disabled={workspace === 'issue'}
-        >
             Issues
           </button>
         </section>
+      ) : null}
 
       {error && <div className="error-banner">{error}</div>}
       {status && <div className="status-banner">{status}</div>}
@@ -790,13 +1074,180 @@ export default function PortalClient({ workspace }: PortalClientProps) {
           </div>
         </section>
       ) : (
-        <section className="admin-panel">
+        <section className="issue-flow">
-          <div className="status-banner">
+          <div className="issue-flow-heading">
-            Issue workspace is for reporting problems and tracking resolution separately from content requests.
+            <span className="issue-step-number">01</span>
+            <div>
+              <span className="section-kicker">Choose a symptom</span>
+              <h2>Which best describes the problem?</h2>
+              <p>Only the questions needed for that problem will appear next.</p>
             </div>
+          </div>
+          <div className="issue-category-grid">
+            {ISSUE_CATEGORIES.map((category) => (
+              <button
+                key={category.id}
+                type="button"
+                className={`issue-category-card ${issueCategory === category.id ? 'is-selected' : ''}`}
+                onClick={() => chooseIssueCategory(category.id)}
+              >
+                <span className="issue-category-marker">{category.marker}</span>
+                <strong>{category.label}</strong>
+                <p>{category.description}</p>
+                <small>{category.outcome}</small>
+              </button>
+            ))}
+          </div>
+
+          {selectedIssueDefinition && issueCategory ? (
+            <form className="issue-guided-form" onSubmit={createGuidedIssue}>
+              <div className="issue-flow-heading">
+                <span className="issue-step-number">02</span>
+                <div>
+                  <span className="section-kicker">Narrow it down</span>
+                  <h2>Tell us what is affected</h2>
+                  <p>Magent will attach these details to the issue so nobody has to ask for them again.</p>
+                </div>
+              </div>
+
+              {issueCategory === 'playback' ? (
+                <fieldset className="issue-choice-field">
+                  <legend>How widespread is it?</legend>
+                  <div className="issue-choice-row">
+                    {[
+                      ['one_title', 'One title'],
+                      ['multiple_titles', 'Several titles'],
+                      ['everything', 'Nothing will play'],
+                    ].map(([value, label]) => (
+                      <button
+                        key={value}
+                        type="button"
+                        className={issueScope === value ? 'is-selected' : ''}
+                        onClick={() => setIssueScope(value as typeof issueScope)}
+                      >
+                        {label}
+                      </button>
+                    ))}
+                  </div>
+                </fieldset>
+              ) : null}
+
+              <div className="issue-question-grid">
+                {issueNeedsMediaTitle ? (
+                  <label className="issue-field-span-2">
+                    <span>Affected movie or TV show</span>
+                    <input
+                      required
+                      value={issueMediaTitle}
+                      onChange={(event) => setIssueMediaTitle(event.target.value)}
+                      placeholder="Start typing the exact title"
+                    />
+                  </label>
+                ) : null}
+                {issueNeedsMediaTitle ? (
+                  <label>
+                    <span>Media type</span>
+                    <select
+                      value={issueMediaType}
+                      onChange={(event) => setIssueMediaType(event.target.value as 'movie' | 'tv')}
+                    >
+                      <option value="movie">Movie</option>
+                      <option value="tv">TV show</option>
+                    </select>
+                  </label>
+                ) : null}
+                {issueNeedsMediaTitle && issueMediaType === 'tv' ? (
+                  <label>
+                    <span>Season / episode</span>
+                    <input
+                      value={issueEpisode}
+                      onChange={(event) => setIssueEpisode(event.target.value)}
+                      placeholder="For example S02 E04"
+                    />
+                  </label>
+                ) : null}
+                <label className={issueNeedsMediaTitle && issueMediaType === 'tv' ? 'issue-field-span-2' : ''}>
+                  <span>What happens?</span>
+                  <select value={issueSymptom} onChange={(event) => setIssueSymptom(event.target.value)}>
+                    {ISSUE_SYMPTOMS[issueCategory].map((symptom) => (
+                      <option key={symptom} value={symptom}>{symptom}</option>
+                    ))}
+                  </select>
+                </label>
+                {(issueNeedsServerCheck || issueCategory === 'audio' || issueCategory === 'subtitle') ? (
+                  <label>
+                    <span>Device or app</span>
+                    <input
+                      value={issueDevice}
+                      onChange={(event) => setIssueDevice(event.target.value)}
+                      placeholder="For example Samsung TV or Chrome"
+                    />
+                  </label>
+                ) : null}
+                <label className="issue-field-span-2">
+                  <span>Anything else we should know?</span>
+                  <textarea
+                    rows={3}
+                    value={issueNotes}
+                    onChange={(event) => setIssueNotes(event.target.value)}
+                    placeholder="Optional error message, timestamp, language, edition, or anything unusual"
+                  />
+                </label>
+              </div>
+
+              {issueNeedsServerCheck ? (
+                <section className={`media-status-check media-status-${mediaServerStatus?.status ?? 'checking'}`}>
+                  <div className="media-status-heading">
+                    <div>
+                      <span className="section-kicker">Live media-server check</span>
+                      <h3>
+                        {mediaServerChecking
+                          ? 'Checking Jellyfin now...'
+                          : mediaServerStatus?.headline ?? 'Server check unavailable'}
+                      </h3>
+                    </div>
+                    <button type="button" className="ghost-button" onClick={() => void checkMediaServer()} disabled={mediaServerChecking}>
+                      {mediaServerChecking ? 'Checking...' : 'Check again'}
+                    </button>
+                  </div>
+                  {mediaServerChecking ? <div className="issue-live-scan"><i /><span>Contacting the media server</span></div> : null}
+                  {mediaServerError ? <div className="error-banner">{mediaServerError}</div> : null}
+                  {mediaServerStatus ? (
+                    <>
+                      <p>{mediaServerStatus.message}</p>
+                      <div className="media-status-metrics">
+                        <div><span>Server API</span><strong>{mediaServerStatus.status === 'down' ? 'Unavailable' : 'Responding'}</strong></div>
+                        <div><span>Response</span><strong>{mediaServerStatus.latency_ms ?? '--'} ms</strong></div>
+                        <div><span>Active streams</span><strong>{mediaServerStatus.activity?.available ? mediaServerStatus.activity.active_streams ?? 0 : '--'}</strong></div>
+                        <div><span>Transcoding</span><strong>{mediaServerStatus.activity?.available ? mediaServerStatus.activity.transcoding_streams ?? 0 : '--'}</strong></div>
+                      </div>
+                    </>
+                  ) : null}
+                </section>
+              ) : null}
+
+              <section className="issue-resolution-card">
+                <span className="issue-step-number">03</span>
+                <div>
+                  <span className="section-kicker">Recommended path</span>
+                  <h2>{selectedIssueDefinition.outcome.replace('Likely action: ', '')}</h2>
+                  <p>
+                    {issueNeedsServerCheck
+                      ? 'The live check above will be saved in the report, giving administrators immediate context.'
+                      : 'Submit this report and it will arrive with the replacement or collection path already identified.'}
+                  </p>
+                </div>
+                <button type="submit" disabled={creating || mediaServerChecking}>
+                  {creating ? 'Submitting...' : 'Submit issue'}
+                </button>
+              </section>
+            </form>
+          ) : null}
         </section>
       )}
 
+      {workspace === 'request' ? (
+        <>
       <section className="portal-overview-grid">
         <div className="portal-overview-card">
           <span>Total {workspace === 'request' ? 'requests' : 'issues'}</span>
@@ -908,6 +1359,18 @@ export default function PortalClient({ workspace }: PortalClientProps) {
           </div>
         </form>
       </section>
+        </>
+      ) : null}
+
+      {workspace === 'issue' ? (
+        <div className="issue-history-heading">
+          <div>
+            <span className="section-kicker">Issue history</span>
+            <h2>Reported problems</h2>
+          </div>
+          <span>{totalItems} total</span>
+        </div>
+      ) : null}
 
       <section className="portal-toolbar">
         <label>
@@ -970,7 +1433,11 @@ export default function PortalClient({ workspace }: PortalClientProps) {
                   <div className="portal-item-row-main">
                     <div className="portal-item-row-title">
                       <strong>{item.title}</strong>
-                      <span className="small-pill">{item.kind}</span>
+                      <span className="small-pill">
+                        {item.kind === 'issue'
+                          ? ISSUE_TYPE_LABELS[item.issue?.issue_type ?? 'general'] ?? 'Issue'
+                          : item.kind}
+                      </span>
                       <span className="small-pill is-muted">{item.priority}</span>
                     </div>
                     <p>{item.description}</p>
@@ -1013,6 +1480,15 @@ export default function PortalClient({ workspace }: PortalClientProps) {
                   <p className="lede">
                     Created by {selectedItem.created_by_username} on {formatDate(selectedItem.created_at)}
                   </p>
+                  {selectedItem.kind === 'issue' ? (
+                    <p className="lede">
+                      Category:{' '}
+                      <strong>
+                        {ISSUE_TYPE_LABELS[selectedItem.issue?.issue_type ?? 'general'] ?? 'General'}
+                      </strong>
+                      {selectedItem.issue?.is_resolved ? ' · Resolved' : ''}
+                    </p>
+                  ) : null}
                   {selectedItem.kind === 'request' && (
                     <p className="lede">
                       Pipeline:{' '}
@@ -1111,6 +1587,7 @@ export default function PortalClient({ workspace }: PortalClientProps) {
                         </label>
                       </>
                     ) : (
+                      <>
                         <label>
                           <span>Status</span>
                           <select value={editStatus} onChange={(event) => setEditStatus(event.target.value)}>
@@ -1121,6 +1598,15 @@ export default function PortalClient({ workspace }: PortalClientProps) {
                             ))}
                           </select>
                         </label>
+                        <label>
+                          <span>Issue category</span>
+                          <select value={editIssueType} onChange={(event) => setEditIssueType(event.target.value)}>
+                            {Object.entries(ISSUE_TYPE_LABELS).map(([value, label]) => (
+                              <option key={value} value={value}>{label}</option>
+                            ))}
+                          </select>
+                        </label>
+                      </>
                     )}
                     <label>
                       <span>Priority</span>